Terms & Conditions

GENERAL

We reserve the right to change our terms & conditions at any time. New terms & conditions & any changes made to this website will always come into effect the moment they are posted here. It is the purchaser’s responsibility to keep up to date with any such changes as the continued use of this website indicates acceptance of the current terms & conditions at the time of purchasing.

PAYMENT

We accept payment by PayPal as well as most major credit & debit cards via our secure online server. Payment must be made at the time of order placement. We are not able to reserve any goods without receipt of payment first.

DESPATCH (LOCAL ORDERS)

Our aim is to despatch orders within 3 working days of receiving payment, although we will always do our best to send out paid goods as soon as possible. During busy times such as before Christmas & during sale periods orders may take slightly longer to despatch, in line with the higher volume of orders received at these times. We use Royal Mail as well as various couriers, as required, for our deliveries within the United Kingdom.

DESPATCH (INTERNATIONAL ORDERS)

European & International orders are accepted & sent via Signed & Tracked International Delivery. Please see our Delivery information for prices & more details. We do not accept liability for any additional customs fees charged & cannot be held accountable for lost parcels, however we will work with you in this instance & pass on any claims we are able to make, that we receive, to you, in such instance. We send your parcels using the safest & most accountable method in order to minimise such disappointments.

RULES OF DESPATCH

We do not accept any requests accompanying orders, for goods to be left outdoors in any place, in order to protect your parcel delivery. We do not contact you in this regard as your orders are accepted & despatched in keeping with our terms & conditions.

STOCK DISCREPANCIES

At busy times there may be stock discrepancies & in the unfortunate instance where customers order goods that are out of stock a full refund will be given for said items along with an explanation of what items the refund pertains to.

SALES & OFFERS

At times we may have certain reductions & special offers that may be withdrawn at any time, at our discretion, without question.

LOCAL LOST PARCELS

Our procedure follows the Royal Mail guidelines of waiting at least 15 working (week) days from the date on which the parcel was sent, before liaising with the Post Office/Couriers regarding your deliveries & submitting any claims. Any successful claims we make with the post office/couriers will be passed directly onto our customers as soon as they are received. We are unable to refund any amounts before this time. Lost delivery claims are not accepted after 30 days from date of purchase, on local orders.

INTERNATIONAL LOST PARCELS

20 working (week) days applies for European deliveries & 30 working (week) days applies for any other international destinations & while we do all that we can to ensure safe receipt of your European/International parcels we cannot guarantee it as it is out of our hands. We are able to provide full details of your parcel & as much tracking details as are available to us & we will do all that we can to try to ensure your parcel reaches you. Lost delivery claims are not accepted on European/International orders.

YOUR DETAILS

We do not accept responsibility for sending orders to previous or incorrect/incomplete addresses if the correct & current address was not supplied at the time of order placement. It is the responsibility of the purchaser to keep their accounts updated with their correct, current address. We do not accept claims for lost parcels in these circumstances.

RETURNS & REFUNDS

We accept returns due to dissatisfaction with the goods purchased, within 10 days from parcels send out date. In order to claim a refund, goods must be returned in their original, sealed packaging, with no signs of tampering, so that they are in the same, saleable condition in which they were received. Return postage is the responsibility of the purchaser & postage costs are non-refundable. The onus is on the purchaser to ensure that their returns parcel is received by us, therefore we strongly recommend the use of the Royal Mail “signed for” service as we are not liable for any goods that do not reach us & will be unable to issue a refund in such cases. We charge at £5 administration fee for refunds of this nature as it takes us time & costs us money to send out your order & time to administrate your return.

EXCHANGES & REFUNDS

If the purchaser receives damaged goods or incorrect items they may apply for an exchange, which will entail returning said items to us at their expense. Providing these items are received by us, in the same condition as they were sent, together with a full explanation attached, we will consider such claims for an exchange or refund. Claims we deem genuine will be fully refunded, including the postage of the item back to us, at second class postage rates, despite the method used to return the package to us.

We do not accept responsibility for items not received, therefore we strongly recommend that Royal Mail “signed for” service is used. In the case of the item/s being sold out we will have no other choice but to refund rather than exchange & this will be our prerogative. We will always exchange the item when we have it in stock as this is our preferred course of action & our prerogative.

This type of claim must be reported within 2 DAYS OF RECEIPT OF YOUR ORDER as claims of this nature outside of this timeframe will not be considered.

RETURN ADDRESS

Please email us before returning any items so we can provide you with our full postal address.

LOYALTY SCHEME

At this point we do not have a formal loyalty scheme but we do reward our customers competitively with every purchase, according to their spend, by way of a small thank you gift/gifts. We may consider an official loyalty scheme at a future point.

RETENTION OF TITLE

While the liability of the goods passes from us to the purchaser upon delivery of the goods the title in the goods remains vested in us until such time as full payment is received by us from the purchaser.

EXCLUSION OF LIABILITY

We do not accept liability for any injury, loss or damage suffered as a result of the use of products supplied by Ella Bonella.